Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham & Solihull encourages providers to respond to comments the public have left.

Alongside ensuring providers can have a fair say in discussions about their services, replying to reviews demonstrates evidence of responding to patient feedback for the CQC, who regularly monitor our Feedback Centre. It is also an effective way to recruit service users for any wider engagement work at your organisation.

Guidelines for provider responses:

  • Keep language appropriate and civil
  • Remain professional and treat people’s comments fairly
  • Engage with the content of the review by addressing specific points and avoid cut and pasting a standard response
  • Don’t disclose the service user’s personal details or any potentially identifying information
  • Where appropriate leave organisational contact details e.g PALS or patient engagement teams for people to get further information

Remember: your response will be seen by everyone who uses the Feedback Centre, not just the original reviewer. All responses are moderated in accordance with our moderation policy.

For full terms and conditions, including a guide to how right to reply works for service providers download this guide.

Your reply

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Original feedback for

Juniper Unit (Centre)


Appalling Service - needs investigating

Appalling service from this team. From making an appointment, to requesting prescriptions, to arranging doctor reviews — every step has been unacceptable. I was told a medication review was required after 3 months, yet the appointment sent was for 9 months later. There are no repeat medications in place, and how someone with dementia is supposed to remember to call, wait on hold for ages, and then be spoken to in an unprofessional manner is beyond me. This is meant to be dementia care. Absolutely disgraceful.